October 1, 2024

Endava

Cluj-Napoca

OTHER

Service Operations Manager

Company Description
Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.

By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description
As a Service Operations Manager you will Key be monitoring service levels, managing customer relationships, optimizing operational workflows, and implementing strategies for continuous improvement.

Oversees and manages the daily tasks of the Operations team to deliver the service(s)
Ensures that services are delivered to agreed SLA and KPIs
Ensures that operational service descriptions / activities are kept up to date, fit for purpose and signed off for new opportunities
Point of escalation for MI process for defined service area, acting as MIM when required.
Ensures operational quality, compliance and regulatory standards are met
Ensuring the cost of delivering a service is in line with the cost model focusing on delivering any annual efficiency savings built into the model
Ensures the operational team is ready to support new services in line with the service acceptance criteria, approving acceptance of the service into support, collaborating with Project Manager/implementation team and Solutions Architect as required.
Identifies and sponsors the implementation of service improvements to improve operational efficiency/drive down the cost of delivery
Act as point of contact for Service Delivery, ensuring clear and consistent communication regarding service performance and issue resolution.
Collaborate and work closely with the service delivery team to ensure service improvements align with, and support, individual clients CSI Plans.
Manage small BAU initiatives related to Patch Compliance, Service Improvements and Audits

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Minimum of 3 years of experience in IT operations management, with a focus on infrastructure, cloud, and network services.
High Level understanding of IT infrastructure, cloud computing, and network management.
Experience in managing major incidents with demonstrable understanding of both business and service impact in a global organization
Excellent verbal and written communication skills, with the ability to interact effectively with senior stakeholders.
Proven leadership skills with the ability to manage and motivate operational teams.
Strong analytical and problem-solving abilities.
Relevant certifications (e.g., ITIL, PMP, Azure) are a plus.

Additional Information
Discover some of the global benefits that empower our people to become the best version of themselves:

Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
Health: Global internal wellbeing programme, access to wellbeing apps;
Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.